Service cloud core service

Service Process Management

Boost efficiency and scale effective service by delivering exceptionally personalised, AI-powered service and support to your customers across any channel. Meet your customers' service needs easily via email, phone, messaging apps, Experience Cloud sites, chat, text, or elsewhere. Automatically route cases to the best service agent for the job and surface intelligent recommendations and actions based on trusted CRM data natively integrated with the Einstein 1 Platform. With Service Cloud, you can maximise productivity, resolve cases faster, and make customers happier.

Leading service teams grow with Salesforce.

 

What can you do with Service Cloud?

Deliver efficient and effective service with one easy-to-use service platform.

Help service teams deliver accurate, faster resolutions with a unified and powerful workspace.

Give your agents the most relevant data and the right tools to support customers on any channel. Automate the distribution of cases in your service organisation so every customer receives the fastest and most accurate resolution.

A screen displaying a customers case management portal.

Redefine efficiency with remote issue resolution. Say goodbye to unnecessary onsite visits by effectively troubleshooting problems from afar. Boost your first-time fix rates by equipping your mobile workforce with the connections and knowledge necessary to resolve issues swiftly, delivering exceptional service to your customers—wherever they are.

Field Service Management

Intelligently route work from any channel to the right agent for the most efficient resolution based on skill set, availability, and capacity. Automatically route work items to the most available and qualified queues, agents, or even Einstein Bots to assist customers more effectively and close cases faster.

A tab showcasing customer interactions on various channels.

Increase customer satisfaction and reduce agent handle time with AI-generated replies on SMS, Whatsapp, and more. Use Einstein Service Replies on any channel to analyse content from customer conversations in real time and generate replies based on the conversation or data from your company's trusted knowledge base. Agents can share these replies with customers with a single click, or edit them before sending.

Generative AI-Powered Service Replies
A screen displaying a customers case management portal.
Field Service Management
A tab showcasing customer interactions on various channels.
Generative AI-Powered Service Replies

Empower agents and customers to quickly find the answers they need.

Help agents and customers quickly find the best answers to commonly asked questions and solve cases faster with knowledge articles. Easily surface relevant articles and resources in your Help Centre or in the agent console to reduce the cognitive load on your customer support team. Rather than connecting directly to an agent, customers can find the information and answers they need on their own time.

A dashboard depicting answers for multiple topics such as for how one can return bulky items

Improve agent productivity and customer satisfaction with relevant knowledge article recommendations that appear directly where your agents work. Help agents resolve customer cases efficiently by recommending articles that were attached to similar cases in the past. Agents can quickly select the most relevant article and attach it to the case or send directly to the customer — saving time by avoiding searching or scrolling through long lists of articles.

Einstein provides article recommendations for a customer support chat.

Help customers find answers fast by surfacing answers that are grounded in your Knowledge base directly into your Help Centre page or in a chat with an autonomous bot. Save agents time by auto-generating and sharing answers directly in their flow of work.

Generative AI-Powered Search Answers
A dashboard depicting answers for multiple topics such as for how one can return bulky items
Einstein provides article recommendations for a customer support chat.
Generative AI-Powered Search Answers

Improve productivity with collaborative service.

Instantly collaborate to solve cases, address incidents and complete field service requests faster by swarming in Slack. Quickly bring together the right experts with Expert Finder and kick-off a swarm channel directly from a case or incident in just a few clicks. Our native integration means your agents can participate in a Slack swarm without ever leaving the console, swarm members have access to critical CRM data and records from the Service Cloud for Slack app. Plus, swarming data is automatically sent back to Salesforce to ensure all context is captured in one place.

A dashboard depicting a Slack Swarm

Transform your swarming processes with automated workflows. Save time by quickly capturing swarm learnings into knowledge articles directly in Slack, which can then be edited and published in Salesforce. Use Workflow Builder to eliminate manual tasks such as routing work to other departments, or accelerate processes like onboarding and budget approvals — freeing up agent time so they can focus on helping customers.

Slack windows depicting communications for servicing a customer and the service journey

Get a complete view of your swarming metrics with out-of-the-box reports and dashboards. Monitor swarm participation to understand your top contributors and identify areas for improvement. Analyse swarming trends, review productivity, and get insight into the impact of swarming on key service metrics — such as time to resolution.

A swarm dashboard showing the analytics of a company's Slack Swarms
A dashboard depicting a Slack Swarm
Slack windows depicting communications for servicing a customer and the service journey
A swarm dashboard showing the analytics of a company's Slack Swarms

Resolve disruptions faster to decrease costs and maximise ROI.

Customer Service Incident Management

Stay one step ahead of major disruptions with incident management best practices built directly into Service Cloud. Monitor systems with out-of-the-box integrations to detect potential problems, and take action before widespread impact. Empower your service and operations teams to work in harmony with all case, incident, and customer data in one unified workspace.

A dashboard depicting a customer service incident management page

Diagnose and resolve incidents faster with the right tools and proven workflows for your team. Streamline collaboration with experts across your organisation with swarming built into the Service Cloud for Slack app. Quickly identify impacted assets, uncover the root cause, and find a solution. Use a work plan to capture the necessary steps to deploy a fix and ensure the incident does not reoccur.

Slack windows depicting communications for servicing a customer and the service journey

Build customer confidence and streamline internal communications with centrally managed real-time status updates. Reduce incoming cases by proactively notifying customers of an active incident before they reach out, and providing updates across digital channels. Keep agents and internal stakeholders informed on the latest incident status and empower them to address customer inquiries with broadcast alerts in the Service Console or via Slack.

Broadcast emails, a broadcast site banner, broadcast slack messages, and broadcast alerts displayed on PCs and a phone.
A dashboard depicting a customer service incident management page
Slack windows depicting communications for servicing a customer and the service journey
Broadcast emails, a broadcast site banner, broadcast slack messages, and broadcast alerts displayed on PCs and a phone.

Drive field team efficiency and provide a seamless customer experience with a unified view.

Field Service Management

Shift from reactive to proactive service with real-time asset tracking. Monitor service outcomes and create preventive maintenance plans based on asset use, condition, and specific criteria. For example, you can schedule service if an asset's temperature exceeds a set threshold — ensuring smooth operations and preventing downtime.

Asset Service Management

Our Field Service mobile app — available on Android and iOS — is the ultimate all-in-one tool tailored for the demands of today's mobile workforce. Designed as an offline-first application, it enables your front line to work and seamlessly save changes even without wifi. Plus, the app offers extensive customisation options, so it can aligns perfectly with your unique business requirements.

Field Service Mobile App

Simplify the entire work order management process to seamlessly create, assign, execute, and debrief work orders. Empower your team to stay agile, improve customer satisfaction, and drive growth by eliminating manual paperwork and digitising the entire work order lifecycle.

Word Order Management
Asset Service Management
Field Service Mobile App
Word Order Management

Get the most out of your agent console with thousands of partner apps and experts.

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Maximise ROI with the #1 success ecosystem.

From support, expert guidance, and resources to our partners on AppExchange, the success ecosystem is here to help you unlock the full power of your investment.

Shonnah Hughes - Chief Digital Officer

Join the #ServiceStars movement.

Together, we're building the largest and most successful community of service professionals.

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Service Cloud FAQ

Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.

Service Cloud is the most complete and connected platform. Service Cloud drives agent productivity and increases customer satisfaction by connecting support tools into one easy-to-use platform, that is integrated into the Salesforce platform, which results in a unified and effective customer experience.

Service Cloud is focused on customer service and support, enabling businesses to manage and resolve customer inquiries. Sales Cloud, on the other hand, is designed for sales teams to manage leads, opportunities, and customer relationships throughout the sales process.

Service Cloud is used by businesses of all sizes, across industries, around the world, that require customer service and support capabilities and are looking to streamline and enhance their customer service operations.

An agent console is a user interface within a customer service platform, like Service Cloud, that provides customer service agents with a centralised view of customer information, easy-to-use connected tools, and productivity workflows. It helps businesses by enabling agents to efficiently handle customer inquiries, access relevant data, and deliver personalised and efficient support.